CUSTOMER SATISFACTION SURVEY OF AUTOMATED TELLER MACHINES - A STUDY BASED ON ANGADIPURAM PANCHAYAT

    CUSTOMER SATISFACTION SURVEY OF AUTOMATED TELLER MACHINES - A STUDY       BASED  ON ANGADIPURAM PANCHAYAT

                                           MOHAMMED ANSAR CH

ABSTRACT

This study made an attempt to understand the level of satisfaction of customers on aim services the study was conducted among respondents of Angadippuram panchayat. The main objective of the study were, to study the level of satisfaction of services rendered by ATM, to give an idea of the various services offered by ATM centers, to know the extent by which costumers are using ATM services and to understand the complaints regarding the service if any and their rectifications. Both primary and secondary data were used for the study. Primary data were collected from customers of ATMs. Sample study was used because it is impossible to conduct census survey. The sample was limited to 30 by convenient sampling method. The questionnaire consists of 15 questions which satisfies the objectives. Secondary data were used which are collected from magazines and networks. The collected data were analyzed using percentage analysis Bar diagram and pie chart was also used. Based on analysis certain findings were drawn. The major finding was that all the customers were satisfied with the ATM services. I also made certain suggestions to improve the performance of ATMs.

KEY WORDS

Customer Satisfaction

Perceived Performance

e-Banking

INTRODUCTION

Customer satisfaction should be the aim of every service centers. Then only they can survive, long satisfaction is a customer's feeling of pleasure or disappointment resulting from comparing a product's performance and expectations. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The need for achieving customer satisfaction is increasing day-by-day. The reason is obvious. In the modern world, services are rendered as per the requirements and the needs of the target customers, otherwise goods/ services will left unsold.

OBJECTIVES

The main objectives of the study were;

a) To study the level of satisfaction of services rendered by ATM

b) To give an idea of the various services offered by ATM centers

c) To know the extent by which costumers are using ATM services

d) To understand the complaints regarding the service if any and their rectifications

RESEARCH METHODOLOGY

METHODS OR PROCEDURE

The current study pertains to understand the level of satisfaction of customers using ATM Cards. The respondents include customers who are using ATM facilities on Angadippuram panchayat. The data was collected using survey method. A questionnaire was used to get expert opinion from the customers about the level of satisfaction of ATM services.

DATA COLLECTION

Both primary and secondary data have been used for the study. Sample study was used because it is impossible to conduct survey because of large size of customers using ATM Cards. The sample size was limited to 30 by convenient sampling method.

DATA ANALYSIS AND INTERPRETATION

The data were collected using a questionnaire which contains 15 questions. The questions were framed in such a way that it helps to satisfy the objectives. The collected data were classified, sorted and tabulated suitably and condensed to facilitate ready comprehension. Simple statistical tools such as bar diagram, pie charts and percentage have been used to interpret data.

FINDINGS

The major findings of the study were;

a) The survey shows that most of the respondents were using ATM for deposits and withdrawal. Only a few were using t for make use of service facilities.

b) Majority of the respondents were satisfied with the privacy and security of ATM Services

c) In the opinion of most of the respondents, the ATMs were located at convenient places.

d) As regards to simplicity, majority of the respondents were viewed that the operations of ATMs were simple.

e) Most of the respondents did not want the involvement of bank staff while they operating ATMs. Only the elder members need the assistance of bank staff for operating ATMs.

f) Regarding period of using, majority of the respondents have been the users below 5 years.

g) The convenience fee was acceptable to most of the respondents. But it was not acceptable to a few respondents.

h) Majority of the respondents were highly satisfied with the ATM services.

i) Most of the respondents viewed that they do not have any complaints regarding the operation of ATM. While a few opined that they have complaints such as delayed services and out of order of machines.

j) Majority of the respondents make use of ATM for balance enquiry while some of the respondents used it for location identification, mobile recharge and to make purchases

k) In the opinion of most of the respondents they were satisfied with the quality of currencies provided by ATMs and they prefer ATMs than ordinary banking.

SUGGESTIONS

Some suggestions for improving the performance of ATMs are;

a) Number of service centers is limited. So, it would be better to open up more ATM Centers in rural area also

b) More awareness should be given to the public to provide them a clear idea about the facilities available n ATM

c) Involvement of some bank staffs are necessary to provide assistance to elder ones

d) The convenience fee must be reduced as the number of ATM users is increasing. 

CONCLUSION

In this study, I made an attempt to get an idea about customer satisfaction regarding Automated Teller Machines. In today's fast moving and busy life, this project has its own importance. On the basis of analysis made, I found that most of the customers are satisfied with ATM Services.

REFERENCE

a) Bajpay S. R- Methods of Social Research

b) www.icfai.press.org